Support

Balasys offers reliable product support via partners. Direct vendor support is available under special circumstances. We are also trying to accomodate those customers who are striving to manage support in-house. For them, we offer a range of training programmes and our extended product documentation.

Support Service Levels

OptionBaseSUExtendedSUPrivilegeSU
Availability (BOSS/Phone) 5x8 (Mon-Fri, 9-17 CET) 5x12 (Mon-Fri, 8-20 CET) 7x24 (Mon-Sun 0-24)
Response time* The next business day 4 hours 2 hours
Software-subscription yes yes yes
Contacts 2 4 6
Maximum number of support engineer working hours 4 8 12

* The above response times apply for critical (severity level 1) issues only. For further information please consult our Terms and Conditions.

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